TroubleTicketCreate is a JSON Structure definition published by ServiceNow, describing 9 properties, of which 3 are required. It conforms to the https://json-structure.org/draft/2020-12/schema meta-schema.
{
"type": "object",
"name": "TroubleTicketCreate",
"properties": {
"name": {
"type": "string",
"description": "Name of the trouble ticket, typically a short description of the issue"
},
"description": {
"type": "string",
"description": "A description of the issue"
},
"severity": {
"type": "string",
"description": "The severity of the issue (must provide choice value only):\n- 1: Critical\n- 2: High\n- 3: Moderate\n- 4: Low\n- 5: Planning (Incident only)\n",
"enum": [
"1",
"2",
"3",
"4",
"5"
]
},
"status": {
"type": "string",
"description": "The current status of the trouble ticket (can provide choice label or value)"
},
"ticketType": {
"type": "string",
"description": "The type of ticket to create",
"enum": [
"Case",
"Incident",
"Service Problem Case"
]
},
"channel": {
"type": "object",
"properties": {
"name": {
"type": "string",
"description": "Name of the contact method (can provide choice label or value, e.g., 'Virtual Agent' or 'virtual_agent')"
}
}
},
"note": {
"type": "array",
"description": "List of work notes and comments to add to the ticket",
"items": {
"type": "object",
"properties": {
"text": {
"type": "string",
"description": "Note text"
},
"@type": {
"type": "string",
"description": "Type of note (determines whether recorded in Work notes or Additional comments field)",
"enum": [
"comments",
"work_notes"
]
}
},
"required": [
"text",
"@type"
]
}
},
"relatedEntity": {
"type": "array",
"description": "List of impacted assets, products, sold products, configuration items, or services",
"items": {
"type": "object",
"properties": {
"id": {
"type": "string",
"description": "Sys_id of the impacted item or service"
},
"@referredType": {
"type": "string",
"description": "Type of item or service",
"enum": [
"asset",
"product",
"product_inventory",
"cmdb_ci",
"cmdb_ci_service"
]
}
},
"required": [
"id",
"@referredType"
]
}
},
"relatedParty": {
"type": "array",
"description": "Details about contacts for the ticket",
"items": {
"type": "object",
"properties": {
"id": {
"type": "string",
"description": "Sys_id of the related party"
},
"@referredType": {
"type": "string",
"description": "Type of related party:\n- customer: Company or account for the ticket\n- customer_contact: Caller or contact for the ticket\n",
"enum": [
"customer",
"customer_contact"
]
}
},
"required": [
"id",
"@referredType"
]
}
}
},
"required": [
"description",
"severity",
"status"
],
"$schema": "https://json-structure.org/draft/2020-12/schema"
}